Inhaltsangabe
Most enterprises follow the ITIL framework to design, deliver and operate IT services, which includes developing Service Level Agreements (SLAs). These are however associated to technical services, which are not detailed in the guidance provided by ITIL. Although it seems relatively straight forward and easy, the reality is that there are many pitfalls and misconceptions in developing a set of meaningful SLAs that will work seamlessly in a multi-supplier environment. Additionally, the Information Technology landscape is changing rapidly with the emergence of disruptive new technologies underpinned by the Cloud. New business models are evolving in the creation and delivering of IT Services. In the modern world of XaaS - anything and everything as a service, traditional methods and practices are incompatible and need to be adapted, including SLAs, while still supporting the large portions of legacy environments that continue to exist in enterprises. This book provides guidance on the factors to consider when developing SLAs in a traditional as well as modern IT service environment and highlights the common perils to watch out for.
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Adapting to Digital Transformation: Design Sensible SLAs for Modern IT
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